Putting Workforce Optimization to Work


Today's connected customer is forcing businesses to become more responsive to customer service requests that are made across channels. One effective way for companies to meet customer expectations for receiving efficient and thorough service is through the use of cloud workforce optimization (WFO) tools and techniques.

WFO capabilities can help better predict customer demand while enabling businesses to align agent skills, availability, and expertise with customer needs and preferences.

Backed by the thought leadership of Peppers & Rogers Group and inContact, this complimentary guide gives readers five tips for maximizing their contact center workforces, as well as tips to improve agility and speed for sustainable competitive advantage.